Well, there you go...a very quick reply :

Thank you for your email from which I regret to learn of your disappointment whilst travelling with KLM recently. At the outset may I offer my sincere apologies for any inconvenience caused.

We are aware of the importance of rendering the highest quality of service to our customers and I am therefore very sorry to learn that your personal audio and video system malfunctioned during your flight.

Whilst the in-flight entertainment does not form part of our Conditions of Carriage, we recognise that for many customers the in-flight entertainment represents a fundamental part of the enjoyment of a long flight. All our systems are subject to stringent tests and maintenance. As you might imagine, these systems contain intricate wiring, and whilst our staff are able to repair many minor faults onboard, more complicated problems often cannot be repaired until an aircraft returns to the ground.

When such problems do arise, our staff will endeavour to find an alternative seat, however on a full aircraft this is not always possible. Once again, please accept my apologies.

If ever we fail to provide our valued Platinum Elite members with the service they deserve, we are disappointed. I therefore hope that you will accept my genuine apology and not permit this unfortunate experience to continue to reflect unfavourably upon us. May we again express our very sincere regret for the difficulties you experienced.

Yours sincerely